Global Community Manager – HP Support Communities (Forums)

Location(s):
Bangalore, Karnataka, India
Ciudad de Mexico, Ciudad de Mexico, Mexico|Guadalajara, Jalisco, Mexico|Boise, Idaho, United States of America
Category: Services
Job ID: 3067411
Posted: 4/15/2021 7:00:00 AM

Web Communities Manager will focus on Administration and engagement of customers, experts and volunteers on our English community site. He/she will be responsible to make sure the site is functional along with quality assurance of all solutions delivered to customer using communities as a channel for support. This person will be the key subject matter expert on ensuring we have a clear point of view on what’s driving customer experience on the communities, will need to clearly articulate Top Issues faced by customer and action plans to improve experience. This is a global role and will require the person to work with Global Digital Support Operations group and resources at partner sites across the globe to drive actions at global and country levels. participate in UAT testing to understand changes to the environment. Works closely with external groups to influence and drive solutions to persistent issues impacting customer experience.

Responsibilities:

  • Manages English Communities Administration.
  • Candidate should work on defined processes and apply independent judgment within broadly defined policies and practices to determine best possible ways of achieving objectives.  
  • Will be expected to constantly look for ways to improve overall support experience thru communities for HP customers.
  • Needs to be a self-starter with the ability to execute consistently and with limited supervision. 
  • Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution. 
  • Works with the team to design methods to understand customer experience for HP and in the competitor’s environment to help build the areas of improvement in HP community.
  • Ability to Analyze and articulate clear difference in customer experiences with different features, content & solutions for HP products.

Qualifications

  • Graduate degree in Engineering or degree in non-engineering with relevant experience.
  • Over 8 - 10 years of total experience with at least 3-4 with Product & service skills in roles supporting Printing /PC customers.
  • Strong knowledge on HP products & policies is a plus.

Knowledge and Skills:

Working directly with Social Media/Communities, or as user in Communities that can show clear understanding of engagement, gamification, moderation and administration.

  • Strong ability to extract strategic insights from large data sets
  • Desire and ability to collaborate with business partners across multiple geographies.
  • Should be a self-starter with the ability to consistently deliver with minimal supervision
  • Excellent problem-solving skills.
  • Experience in Project management and customer service industry is a plus.
  • Knowledge of six sigma\ improvement methodologies is essential. Green\Black belt is a big plus.
  • Demonstrates a knowledge of key HP Services' operational policies, processes and methodologies applicable to project management.

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